Workplace Resilience Essentials Course

$278 AUD per employee

(bulk discounts available!)

The Workplace Resilience Essentials course has an average rating of 4.5 out of 5 stars
Very good50%

Mental and Emotional Resilience training is no longer a ‘nice to have’, but rather an essential part of any workplace training program for any team member, within any area of the organisation.

Putting on a brave face or mask for every customer and colleague each and every day has been commonplace now for many, many years, however, as we’ve seen far too often, this is not sustainable and it quickly becomes exhausting leading to a variety of challenges, both personally and professionally.

Employees can often deal with hundreds of internal and external customer interactions a day, whether that be across a counter, in the office or on the phone.

If even one of those interactions is demeaning or detrimental, there can be a number of consequences that can impact the employee’s state of mind and attitude, causing a negative impact on any business.

Years of training have taught us to keep the customer happy no matter what. While we do want to keep our customers and clients happy, we also need to ensure our team members are happy, healthy and able to respond to any situation in a sustainable and healthy way that suits them.

Experiencing a rude or abusive customer or colleague and expecting your team members to continue smiling and carrying on is no longer standard workplace practice. It’s crucial for the success of any organisation to skill both themselves and their team to improve all areas of health and wellbeing in the workplace.

With the changes and challenges over the last few years, your team is already experiencing its own stresses and uncertainties.

Add to that, a range of increasing external pressures such as customers who are under more adversity than ever with the rising cost of living, stock shortages, freight delays, long queues, workplaces typically under-resourced because of labour shortages and more.

It’s the proverbial perfect storm.

training for stressed employees

The cost of low resilience on your business

A consistent lack of wellbeing and resilience leads to numerous mental and emotional health challenges, physical health concerns, and burnout to name just a few. This has a direct bearing on productivity, absenteeism and engagement.

The Human Rights Commission reported that “work pressure accounts for around half of all claims and harassment and bullying for around a quarter of claims” and “Preliminary research shows that Australian businesses lose over $6.5 billion each year by failing to provide early intervention/treatment for employees with mental health conditions”

It is estimated that “a total of 3.2 days per worker are lost each year through workplace stress” and “stress-related workers’ compensation claims have doubled in recent years, costing over $10 billion each year.

Mental and Emotional Resilience is just one part of the workplace well-being pie but its impact is significant with “25% of workers taking time off each year for stress-related reasons”.

In this climate of record-low unemployment, employees that are not equipped with resilience skills are also much more likely to leave the organisation, adding significant costs and stresses to your business.

Resilience course for employees

Why invest in workplace resilience training?

For your employees, poor mental and emotional resilience skills can lead to longer-term mental and emotional health challenges, which can then further lead to physical health issues.

The physical health issues then add additional stress, and this can be a difficult cycle to break.

This obviously takes a toll on the employee directly, but it also adds pressure on other employees and ultimately your business.

The Workplace Resilience Essentials course equips your employees with wellbeing strategies to build resilience along with tools and tips that can be applied daily, enabling your employees to deal with any situation in a healthy and professional way.

Resilience Skills for employees

Why you need to act now

The good news is this course is one of the first lines in prevention to mitigate the risks of poor mental and physical health for your business. By Investing in your team’s health now, you can help avoid costly issues in future and importantly, ensure your employees have the skills to improve their life both inside and outside of the office.

The Workplace Resilience Essentials course helps equip your team with skills and strategies to deal with situations as they arise, enabling them to respond to each situation, instead of reacting to what’s happening around them.

We all know the workplace has changed, and along with it, it’s introduced a variety of new challenges which is why investing in preventative measures now is a great strategy to ensure the ongoing health of your team.

Resilience course for staff in Australian workplaces

What your employees will learn in the Workplace Resilience Essentials Course

Challenging situations are becoming more common and knowing how to handle your response to ongoing challenges at work can make all the difference between an employee who is satisfied at work and one that is becoming negatively impacted within their work environment.

Fortunately,  resilience skills and strategies can be learned and this 3-hour workshop will teach employees the core fundamentals of resilience.

It’s a practical workshop full of strategies and techniques to empower participants with the skills to bounce back quickly and improve their coping and self-management skills across a range of different scenarios.

Workplace Resilience training short course
Workplace Resilience Essentials course suitability

Who is this course suitable for?

The Workplace Resilience Essentials Course is specifically designed for any employee/team member who is dealing with internal or external customers on a regular basis and needs to learn the skills to strengthen their resilience.

Whilst sometimes there can be obvious signs that someone is under pressure and struggling, we know mental health manifests itself in a number of different ways, making this training, in particular, essential for all employees whether there are obvious signs of distress or not.

Typical roles include:

    • Customer Service staff
    • Retail workers
    • Office/administration workers
    • Receptionists/assistants
    • Warehouse workers
    • Contact centre employees
    • Account managers
    • Hospitality Workers

Experience that matters

There are lots of trainers who claim to be resilience experts, but when you dig deeper, their experience is typically lacking, and without the proper training and understanding, they can end up doing more harm than good for your employees.

Nant Nissen is a world-renowned expert in the health, fitness and wellness industry with unparalleled academic qualifications, including a Diploma in Mental Health, an advanced Diploma in Counselling, a Bachelor of Health Science Nutrition, Workplace IV Trainer and Assessor and NLP Practitioner Certification just to name a few.

Combined with decades of experience, it’s easy to see why Nant is constantly sought out as a leader in the industry with regular media appearances, keynote speaker, podcast guest and a member of the Global Advisory Board for Active Entities, changing the global landscape in fitness, medical fitness, psychological fitness and more.

So, when it comes to workplace resilience training for your business, you can be assured your employees are in safe hands!

Nant Nissen Workplace Resilience course trainer for customer service staff

Workplace Resilience Essentials Course Outline

5 Core Modules across 3 Hours of Live, Facilitated Learning

The Workplace Resilience Essentials Course includes five modules (listed below) that will teach your employees how to build resilience.

The workshop is delivered in a 1 x 3-hour live session.

1. What is resilience

At its core, resilience and how it shows up differs for us all.

What is important is to understand how to recover and adapt to each situation and challenge by adopting new long and short-term strategies that are both healthy, and that work for the individual (not a one size fits all!).

Having the readiness and refinement of strategies for resilience will positively impact your employees inside and outside of work.

2. How to create the right environment 

To create long-term resilience with real results, the right internal and external environment is necessary.

Adapting your team’s surroundings to provide them with an environment to thrive, not simply survive, is game-changing for any organisation at any level.

Whether it is a work from home, flexible work, or in office experience, your employees will learn how to create an environment that enables them to thrive.

3. How to use your mind to build resilience

Having the skills and understanding of how to work with the mind, instead of against it, will take your team’s performance to another level.

Your employees will be taught proven strategies to change constant and non-productive thought patterns, naturally seek solutions and opportunities in any situation, and how to manage their mind in a positive and effective way will change any experience to a more favourable outcome.

4. How to build a strong emotional base

Emotional health is an often overlooked, but integral element of resilience.

Knowing how to build a strong and solid foundation of emotional wellbeing enables participants to understand how to respond as opposed to react, how to make the most favourable choice in any challenging situation, and how to create a positive state no matter the current circumstances.

5. How to pull it all together

It’s not just about having the strategies of emotion and mind, but knowing how to effectively use those strategies that suit and apply them every day that makes the difference.

Your employees will learn how to create new behaviours and take new actions that produce long-lasting and sustainable results, an essential element for both the success of your team, and the individual employee.

Looking for other resilience training courses? 

We have two courses that help employees to build resilience: the Workplace Resilience Advanced Course (the longer version of this course with 3 x 3-hour sessions) and How to Manage Difficult Customers (a specific course on managing difficult customers delivered over 2 x 4-hour sessions).

And if you want your employees to also learn some customer service skills in conjunction with resilience skills, you may be interested in these courses:

Optimised for Online/Virtual Training!

The Workplace Resilience Essentials course has been specifically designed to be delivered online over 1 x 3-hour session enabling you to easily schedule your employees with only a minimal impact on your operations whether they are working on the frontline, in the office, on the phone or working from home.

No downtime travelling to and from the course and more cost-effective than onsite training that saves you money!

The online course is available for public or private delivery, with the differences explained below.

Onsite training is available for private bookings!!!  Please refer to our Private Courses section below.

Online course for workplace resilience

Private and Public Training Options Available

The Workplace Resilience Essentials Course is available publicly (with others) or privately (just for your business) with the differences outlined below.

Public Courses

The public Workplace Resilience Essentials Course is delivered as one 3-hour session via ZOOM, and tickets are available for anyone to purchase.

This is perfect for smaller numbers of employees (you can purchase a minimum of 1 ticket) so you can spread your training out to minimise operational impacts, and it can also be beneficial to hear from and connect with others from outside your immediate workplace.

The times and dates are fixed, enabling you to plan ahead – If you would like to have more flexibility on the dates, times and content, refer to our private delivery options.

View upcoming public course dates at the bottom of this page!

Private Courses

Whilst the public courses can be a great solution for small numbers, sometimes you need more flexibility with the dates and times or you’d like to train entire teams, workplaces etc.

Our private courses are more cost-effective for larger groups and you can also choose the dates, times and duration of the workshop to suit your business and as it’s only your employees, it can allow for more in-depth discussions that specifically relate to your workplace.

Onsite training is available for private bookings!

Talk to us about a private session for your team >

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
CX Skills
Based on 32 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here:
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Pricing and Payment Options

The Workplace Resilience Essentials Course facilitated live is $278.00 AUD ex GST per employee.

Tickets to our upcoming public courses (see available dates at the bottom of this page) can be purchased instantly with a credit card, or you can request an invoice at checkout (the invoice must be paid prior to the course commencing).

Available Discounts

  • Discounts are available for teams/workplaces please contact us for further information, available dates and pricing.
Workplace resilience training course delivered online or onsite

Do you have questions about this Workplace Resilience Essentials course?

Want to train your whole team or centre?

Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

We currently are only offering this course for private bookings – please contact us if you are interested in this course for your team.

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.